The following courses currently
are offered by the UMass Donahue Institute through the Federal
Supply Schedule for Management, Organizational and Business
Improvement Services (MOBIS). We anticipate that additional
courses will be added to our MOBIS schedule in the future.

Leadership
and Management On-Site, One-Day
Courses

Leadership
Skills: This course explores how organizational change
affects one's role as a leader. Participants will learn the
predictable phases of change and how to manage them. They
will be able to identify and practice the four high-leverage
roles necessary for effective leadership, and will develop
a clear set of priorities for their own role as a leader.
Participants will learn how to become agents of positive change.
They will develop an action plan for achieving their organization's
vision, championing continuous improvement, building business
partnerships, and facilitating learning.

Performance
Coaching: This course provides participants with an
understanding of the performance coaching concept. Participants
will engage in activities that help them to identify their
preferred coaching style. They will receive an overview of
a range of preferred coaching styles along with the strengths
and challenges associated with each. Participants will be
able to describe the four-fold model for assessing how a staff
person is performing and how to respond effectively as a performance
coach.

Fundamentals
of Program and Project Management: This course provides
participants with an overview of the program/project management
process. Participants will gain an understanding of all aspects
of program and project management including program development,
budget development, analyzing staff skill requirements, hiring,
staffing, identifying success measures, and evaluation. Participants
will use current workplace programs/projects as examples.

Time Management:
This class helps participants gain control of their time.
Participants will analyze how they presently use their work
time and they will use this information to create a "baseline"
for time utilization. Participants will identify their priorities
and assess the degree to which those priorities are reflected
in the way they currently use their time. They will learn
strategies for bringing their priorities and their time utilization
patterns into alignment. They will develop strategies for
freeing up time in their baseline schedule through better
organization and more efficient use of work hours. They will
learn to use classic time savers such as priority planning,
time management, and effective use of phone, voice mail and
e-mail. Participants will learn how to overcome common time
wasters such as procrastination, lack of focus or objectives,
interruptions, and poor use of delegation.

Managing
Change and Innovation: This course provides participants
with an understanding of the Open Systems Model and its impact
on planned change. Participants will gain an increased understanding
of the four stages of change and transition, and the dynamics
that occur when organization-wide change is introduced. They
will be able to recognize and enhance the five characteristics
of resilience during change.

Managing
in the Public Sector: This course teaches participants
strategies for effective management in the public sector.
Participants will be able to identify the benefits and challenges
of different managerial styles. They will be able to recognize
the characteristics of effective management and leadership.
They will learn when and how to apply various leadership skills
to specific problem-solving situations.

Hiring and
Retention Strategies for the Public Sector Employer:
This course provides participants with an overview of the
entire hiring process including solicitation, applications,
interviews, screening, checking and giving references, constructing
job offer letters and developing written employment contracts.
Participants will become familiar with issues related to medical
and drug testing. They will learn about employer responsibilities
including privacy, records maintenance, and compensation.
They will develop strategies for maintaining an effective
employment relationship including assignment of responsibilities,
terms and conditions, promotions, discipline and discharge,
and they will understand the employment litigation process.

Planning
and Decision Making: This class provides participants
with an understanding of the tools and characteristics of
effective planning and decision-making processes. Upon completion
of the Planning and Decision Making course, participants will
be familiar with the different styles of decision making.
They will be able to identify the strengths and challenges
of organizational dynamics as they influence internal planning,
and they will recognize the importance of seeking "buy-in"
from key constituents prior to implementing goals and plans.
Participants will understand the role of decision making as
an integral step during every phase of the larger planning
process. Each participant will develop a personal vision statement
and related action plan focused on his or her own workplace
initiative/situation.

Legal
Issues On-Site, One-Day Courses

Sexual Harassment
Awareness and Prevention: This course provides participants
with an understanding of how the law defines sexual harassment.
Participants will have an opportunity to develop their own
practical definition of sexual harassment, and to develop
strategies for implementing best practices once they return
to their workplace. They will learn the importance of maintaining
a respectful workplace as a tool for minimizing liability.
They will gain an understanding of the internal complaint
process and learn the do’s and don’ts of supervising
after a complaint has been filed.

Supervising
Employees Fairly and Legally: This course provides
participants with an overview of the substantive and procedural
rights of employees in the workplace. Participants will understand
the legitimate business concerns related to employee performance
problems. They will learn how they, as public sector managers,
should address performance problems and misconduct in a way
that balances employee rights and organizational needs. They
will get a clear understanding of their responsibility as
supervisor for addressing and documenting performance problems
in a timely, effective way, and of the resources that are
available to them.

Investigating
the Employee Complaint: This course provides an overview
of the various types of employment complaints, how to prevent
them, how to document them, how to respond when they occur,
and how to avoid liability. Participants will gain a clear
understanding of the rights of the accused before, during,
and following the investigation as well as the responsibilities
of the supervisor. They will learn how to conduct an investigation
and when it is important to seek an external investigator.
They will learn strategies for ensuring privacy of the complainant,
accused, and witnesses. They will learn how to analyze data
collected during an investigation to make a fair and legal
decision about how to proceed. The course will provide participants
with tips for dealing with an investigation in which “no
one is talking” or emotionally charged issues are involved.

Keeping
Employees out of “Cyber-Trouble”: Internet
Policies and Procedures: This course provides participants
with the tools that they need to measure performance loss
from personal Internet use by employees. Participants will
learn how to create effective written “cyber-policies”,
how to communicate those policies to employees, enforce them,
and monitor employee use of the Internet without invading
privacy. The course also provides strategies for protecting
against employees’ disseminating e-mails with offensive
content.

The
Foundations of the Family and Medical Leave Act and Americans
with Disabilities Act: This course provides participants
with a clear understanding of the Family and Medical Leave
Act (FMLA) and Americans with Disabilities Act (ADA). Participants
will learn about the types of FMLA leave and how they compare.
They will become familiar with restrictions on duration of
FMLA leave, notice and certification, and about the importance
of maintaining accurate records in order to circumvent employer
pitfalls. The course provides an overview of ADA coverage
requirements under the law. Participants will learn the legal
definition of “reasonable accommodation” and “essential
function”. They will develop an understanding of the
medical examination requirements; associated ADA accommodations
and will understand what types of information an employer
may seek. The class will provide an overview of legal process
issues including claims adjudication and remedies as well
as tips for avoiding liability/litigation. The course will
provide tips for looking beyond disabilities to select the
best-qualified job candidate.

Managing
a Diverse Workforce: Participants will learn about
the complexities and legalities of managing a diverse workforce.
They will become more effective at identifying and resolving
issues of workplace discrimination in hiring, promotion, and
every-day office activities. They will understand the negative
impact of language and behaviors that perpetuate societal
“isms” and stereotypes, and will develop strategies
for intervening when they observe others engaging in inappropriate
activities

Communication On-Site,
One-Day Courses

Business
Writing: This class teaches participants how to write
using grammatically correct, correctly punctuated sentences
and paragraphs. Participants will learn how to avoid common
errors like sentence fragments, comma splices, and run-on
sentences. They will learn to identify and utilize the four
different types of sentences. This course also provides pointers
on how to select the right choice of words for maximum impact.

Interpersonal
Communication Skills: This class uses the Myers-Briggs
Indicator as a tool for identifying participant personality
types and preferred modes of communication. Participants will
learn to understand and appreciate differences in personality,
and to communicate more effectively with individuals whose
personality profile differs from their own. Participants will
learn how to assess and overcome barriers to effective communication.
They will learn how to read non-verbal cues (body language),
and gain a better understanding of how to use non-verbal communication
to enhance the impact of their words. The class also provides
participants with techniques for becoming a better listener.

Enhancing
Cultural Competency: This course provides an overview
of how cultural differences influence communication and business
behavior. Participants will learn about different worldviews
and how those views create a filter through which actions
and words are interpreted. Participants will understand the
importance of learning as much as they can about the cultural
nuances of those with whom they do business, and will come
away from the class with a clear strategy for enhancing their
understanding of other cultures.

Planning
& Conducting Effective Meetings: This course provides
an overview of the fundamentals of planning and conducting
effective meetings. Participants will learn the six essential
ingredients that are necessary for an effective meeting to
occur. They will learn the elements of a good agenda. They
will learn about the range of decision-making styles and strategies
for facilitating a meeting that involves individuals with
different styles. Participants will have an opportunity to
learn and practice an array of effective group decision-making
tools.

Group
Dynamics On-Site, One-Day Courses

Team
Development: This class provides an overview of each
of the four stages of the team development process and concrete
strategies for facilitating the progression of a team to its
next stage of development. Participants will learn how to
differentiate between workplace teams and teamwork, and will
develop an understanding of when formal teams are necessary.
Participants will experiment with several team decision-making
tools. Each participant will develop a personal action plan
that focuses on his or her own workplace situation.

Dealing
with Difficult People: This class helps participants
to identify, define and understand the characteristics of
a difficult co-worker, customer, boss or subordinate. Participants
will explore the dynamics of difficult situations and learn
techniques for calculating and minimizing the damage a difficult
person can cause. Participants will learn how to create a
safer work environment by responding constructively and communicating
effectively with difficult people and situations.

Conflict
Resolution: This course provides an overview of effective
conflict resolution strategies. Participants will recognize
the cost of conflict and the benefits of conflict management.
They will gain an understanding of the emotional dynamics
that lead to conflict. Participants will learn and have the
opportunity to practice the communication skills necessary
to overcome conflict and encourage collaboration in the workplace.
They will be able to identify the five conflict management
strategies, recognize the new thinking model that fosters
resolution, recognize the benefits of conflict resolution,
the seven steps of the new paradigm of conflict management.
Each participant will develop an action plan to implement
the new resolution model in his/her place of employment.

Understanding
Workplace Stress: This class helps participants define
stress, identify individual stressors (causes), and assess
their current individual stress level. Participants will learn
about the dynamics of workplace stress. They will learn strategies
for coping with stress such as goal setting, gaining a balanced
perspective, relaxation, better organization, action planning,
appropriate use of humor, and asking for short-term assistance.
Each participant will develop a personal action plan for implementation
upon return to his/her place of employment.

Strategies
for Customer Responsiveness: This class teaches participants
why quality customer service is important. Participants will
learn how to use customer research as a tool for getting to
know their customers. They will learn how to integrate customer
responsiveness into strategic planning by defining objectives,
assessing current resources, understanding obstacles, partnering
with key stakeholders, and carrying out a strategy despite
internal resistance.